Job Check
Customer Service Representatives
Interact with customers to provide basic or scripted information in response to routine inquiries about products and services. May handle and resolve general complaints. Excludes individuals whose duties are primarily installation, sales, repair, and technical support.
10 main tasks · most important first
Your main tasks and AI
Importance- 01Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints.People already use AI for this at work
- 02Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.People already use AI for this at work
- 03Check to ensure that appropriate changes were made to resolve customers' problems.AI could speed this up, with extra tools
- 04Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.People already use AI for this at work
- 05Determine charges for services requested, collect deposits or payments, or arrange for billing.AI could speed this up, with extra tools
- 06Complete contract forms, prepare change of address records, or issue service discontinuance orders, using computers.AI could speed this up a lot
- 07Refer unresolved customer grievances to designated departments for further investigation.People already use AI for this at work
- 08Resolve customers' service or billing complaints by performing activities such as exchanging merchandise, refunding money, or adjusting bills.People already use AI for this at work
- 09Review insurance policy terms to determine whether a particular loss is covered by insurance.AI could speed this up, with extra tools
- 10Solicit sales of new or additional services or products.People already use AI for this at work
Tasks from O*NET® 31.0 (US Department of Labor, CC BY 4.0, changed by us), most important first. “Already use” comes from Anthropic’s data on real work chats with Claude; “could speed up” from task ratings made with GPT-4 in 2023.
Four studies, side by side
None is a forecast of job loss70%of this job’s work time goes to tasks that people already do with Claude at work, counting tasks where AI only helps as half (2026).Anthropic, 2026
57%of this job’s tasks an AI model could do in half the time, counting tasks that need extra tools as half (rated in 2023).Eloundou, Manning, Mishkin and Rock, 2023
Above 99% of jobsin how often and how well AI helped with this job’s work in Microsoft Copilot chats (2024 data).Microsoft Research (Tomlinson et al.), 2025
Your human edge
AI touches every main task of this job in some way. Your edge is judgment: knowing when AI’s work is right, and checking it before it counts.